OfficeJet 4500 will print but not scan

[Gianna1]

I have used this printer and scanner many times before however, it now prints but does not scan.

I have installed the Full software but it does not find the wireless device! (Even if I enter the correct IP address manually)

Any suggestions?

[Kuroi_Kenshi]

Hi @Gianna1,

Welcome to the HP Support Community!

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

I understand your HP OfficeJet 4500 prints normally but no longer scans, and the full software cannot find the printer over the wireless network. Let’s go through a few steps to check what could be causing this.

Confirm the printer’s network connection
Print a Network Configuration or Wireless Test Report from the printer control panel.
Verify the printer is connected to the same Wi-Fi network as the computer and note the IP address.

Restart all devices
Turn off the printer, computer, and Wi-Fi router.
Power the router back on first, then the printer, and finally the computer.

Check printer status on the computer
Open Devices and Printers and confirm the OfficeJet 4500 is listed and not offline.
Set it as the default printer if multiple printers are installed.

Use the printer’s IP address to add it manually
Go to Devices and Printers → Add printer → The printer that I want isn’t listed.
Choose Add a printer using a TCP/IP address and enter the printer’s IP address.

Disable firewall or security software temporarily
Security software can block scan discovery even when printing works.
Disable it briefly and test scanning again.

Test scanning from the printer control panel
Try initiating a scan directly from the printer (Scan to Computer or Scan to Email).
If this fails, it indicates a communication or driver-level issue.

Check Windows Image Acquisition (WIA) service
Open Windows Services and confirm Windows Image Acquisition (WIA) is running and set to Automatic.
This service is required for scanning functions to work.

Try USB scanning as a test
Connect the printer to the computer using a USB cable and test scanning.
If scanning works over USB, the issue is specific to the wireless scan communication.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[Gianna1]

Thank you for your detailed instructions however I still cannot get the scanner to work.

I have restarted all devices as per instructions, checked status, wifi connections etc.  I also disabled security software but nothing works (the printer still works but no scan)

I tried to add the printer manually using the correct IP address but the message says that it is not found.

There is no Scan to Computer option on my printer - a message says "No scan options". 

I have also tried using a USB cable and again, printer works but scan does not.

I do not know how to confirm that WIA is running - could you explain how to do this.

Could you provide any further suggestions?

Many thanks

[Kuroi_Kenshi]

Hi @Gianna1,

Thank you for the detailed update — that really helps narrow this down.

I understand your HP OfficeJet 4500 will print but will not scan at all, even over USB, the software cannot detect the scanner, and the printer display shows “No scan options.” Since scanning does not work wirelessly or via USB, this points to a scanner driver or service issue rather than a network problem. Let’s go step by step in a clear, simple way.

First, I’ll explain how to check Windows Image Acquisition (WIA), then we’ll cover what the results mean and what else you can try.

Check Windows Image Acquisition (WIA)

This service is required for all HP scanning functions.

On your keyboard, press Windows key + R

Type services.msc and press Enter

In the list, scroll down to Windows Image Acquisition (WIA)

Check the following:

Status should say Running

Startup Type should be Automatic

If it is not running:

Right-click Windows Image Acquisition (WIA)

Click Start

If Startup Type is not Automatic:

Right-click → Properties

Set Startup type to Automatic

Click Apply, then OK

After doing this, restart the computer and try scanning again.

Check required dependency services

WIA depends on other Windows services.

In the same Services window, make sure these are also Running:

Remote Procedure Call (RPC)

DCOM Server Process Launcher

RPC Endpoint Mapper

(These are normally running by default, but scanning will fail if any are stopped.)

Understand the “No scan options” message

When the printer shows “No scan options”, it means:

The scanner hardware is not being recognized by the computer, or

The scan driver is missing, corrupted, or incompatible with your Windows version

Because scanning does not work even over USB, this rules out Wi-Fi and confirms a driver/service issue.

OfficeJet 4500 software limitation

The HP OfficeJet 4500 is a very old model, and:

It is not supported by HP Smart

Full-feature scan software is not compatible with newer versions of Windows

Printing may continue to work, but scanning can stop permanently after OS updates

This is why:

The software cannot detect the scanner

Manual IP add fails

USB scan does not work

Printer display shows no scan options

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[Gianna1 · Accepted solution]

Hi @Kuroi_Kenshi

I have checked all these things (without success)  - thank you for the clear instructions

I believe that what you are saying is that it is an ancient machine and is no longer compatible with newer versions of Windows.  I will have to find another way of scanning documents.

Thanks for your help anyway.